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GitLab · 2 days ago

Intermediate Support Engineer (US Federal)

Remote, US

Full-time

Remote

Mid Level

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Cloud SecurityDeveloper Tools

Comp. & Benefits

No H1B

Security Clearance Required

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Responsibilities

Collaborate with Public Sector organizations and United States Government agencies in order to support, maintain, and resolve issues in their GitLab environments via Zendesk tickets, merge requests, email and video conferencing

Collaborate with our Product, Development, Infrastructure, Customer Success and Sales Teams to build new features and fix bugs, define and shape the product goals, roadmap, priorities, and strategy

Create and update documentation based on customer interactions

Collaborate with Support team members (through Pairing Sessions) and other GitLab team members (for example: as a Support Stable Counterpart)

Participate in regular rotations for weekday and weekend on-call coverage providing emergency support to our Self-managed customers

Participate in our hiring processes by reviewing applications and assessments, and by participating in interviews.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Linux systems administrationScripting languagesGitCI/CDDevOps methodologiesOpenshiftKubernetesWriting support contentInformation security conceptsTechnical communication

Required

Experience in and passion for managing customer facing cases throughout the entire support lifecycle from initial customer inquiry to triage and reproduction, writing bug reports for hand off to the development team, and case resolution

Excellent Linux systems administration knowledge (LFCE or RHCE equivalent knowledge)

Ability to use scripting languages (preferably Ruby or Bash), and MVC frameworks (preferably Ruby on Rails)

Experience with Git and CI/CD

Expertise in writing support content

Ability to communicate complex technical topics to customers and coworkers of varying technical skill level

Familiarity with DevOps methodologies and technologies like Openshift and Kubernetes

Understanding and/or experience with common information security and compliance concepts and controls (i.e. DISA STIG, SELinux, etc)

US Citizen, living and working in the United States, willing and able to achieve US federal security clearance if needed